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Fix Internet connectivity problem with an app or a program after connecting to Norton Secure VPN

Some of the applications or its services, do not support the VPN traffic due to security reasons or geo restrictions.

Media streaming apps such as Netflix and Hulu, block VPN traffic to enforce geo-location based restrictions. For more information, see Learn why media streaming services or apps do not work when connected to Norton Secure VPN.

To fix this problem, uninstall and reinstall Norton Secure VPN.
STEP 1

Uninstall Norton Secure VPN

  1. Press the Windows + R keys to open the Run dialog box.

  2. Type in the following text, and then press Enter.

    appwiz.cpl 
  3. In the list of currently installed programs, select Norton Secure VPN, and click Remove or Uninstall.

  4. Follow the on-screen instructions to uninstall Norton Secure VPN.

STEP 2

Install Norton Secure VPN

  1. Sign in to your account.

  2. If you are not signed in to Norton already, you are prompted to sign in. Type in your email address and password for your Norton account, and click Sign In.

    If you do not have a Norton account, click Create account and complete the sign-up process.

  3. In the Subscriptions page, select Norton Secure VPN, and then click Download.

  4. Click Agree & Download.

  5. Click OK to save and open the Setup.zip file.

  6. When the download finishes, double-click the Norton product Installer.

    If you see a Security Warning about opening the downloaded file, click Run to continue.

  7. Click Next to start the installation.

  8. Read the license agreement, and then click I Agree.

  9. When the installation finishes, click Finish.

If the issue persists, try the following steps:

Connect to a different VPN region

Connect to different VPN regions and try to use the respective app that fails to connect its service.

Example #1: If you are in USA and the VPN region is set to "Auto-Select", then, connect to USA region manually.

Example #2: If you are in Germany and the VPN region is already selected to "Germany", then, connect to closest different region "Switzerland" or "France".

If the streaming content is available in your region, make sure that you disconnect Norton Secure VPN before you access the streaming websites.

Exclude streaming apps thru Split Tunnel

The Split Tunnel feature lets you exclude the respective apps traffic from passing through Secure VPN.

The Split Tunnel feature is only available for Windows and Android users.

Depending on your device, choose one of the following to access Split Tunnel.

Windows

Depending on your product, choose one of the following:

Norton Secure VPN

  1. Open Norton Secure VPN app on your desktop.

  2. Click the Settings icon at the top of the Norton Secure VPN app and click Split Tunnel.

  3. In the Split Tunnel page, move the slider to enable Exclude apps from your Secure VPN traffic.

  4. Click Add an Application.

    In the Add Another Application window, select the application that you want to exclude from the Secure VPN traffic and click Open.

  5. Click Turn on VPN.

Norton 360

  1. Open your Norton device security product.

    In the My Norton window, click the drop-down arrow next to Secure VPN, and click Settings.

  2. In the Settings window, next to Split Tunnel, click the icon.

  3. In the Split Tunnel window, move the slider to enable the feature.

    In the App Excluded section, click Add and select the application that you want to exclude from the Secure VPN traffic.

  4. In the alert message that you receive, click OK.

    The newly selected apps will be excluded from your Secure VPN traffic when you turn on VPN next time.

Norton Secure VPN and Norton 360 (version 24.x and above)

To know the version number of your product, read Find the version number of your Norton product.
  1. Open Norton Secure VPN app on your desktop.

  2. On the Norton Secure VPN home page, under Settings, move the slider to Enable VPN split tunneling.

  3. To exclude apps from using Secure VPN, click Manage Apps.

  4. In the screen that appears, click Add Application and follow the on-screen instructions to exclude an app.

    To remove an app from the exclusion list, in the Exclude specific apps from VPN screen, click Remove next to the app that needs to be removed from the list.

Norton Ultra VPN

The steps also apply for Norton Ultra VPN Plus, Norton Ultra VPN Plus with LifeLock Standard and Norton Ultra VPN Plus with Identity products.
  1. Open Norton Ultra VPN on your desktop.

  2. On the home screen, click Settings on the left-side of the page.

  3. On the Settings screen, under VPN Preferences, move the slider to Enable VPN split tunneling.

  4. To exclude apps from using Secure VPN, click Manage Apps.

  5. In the screen that appears, click Add Application and follow the on-screen instructions to exclude an app.

    To remove an app from the exclusion list, in the Exclude specific apps from VPN screen, click Remove next to the app that needs to be removed from the list.

Android

Depending on your product, choose one of the following:

Norton Secure VPN

Turn off and turn on Secure VPN to apply the changes made for Split Tunneling.
  1. Launch Secure VPN.

  2. Tap the Menu icon on the top-left corner of the screen and click Settings.

  3. In the Settings screen, move the slider to enable Split Tunneling.

  4. To exclude an app, tap Exclude Apps under Split Tunneling.

  5. In the Exclude Apps screen, search for the app that you want to exclude from Secure VPN traffic.

Norton 360

  1. Launch Norton 360 app.

  2. Tap VPN.

  3. In the Privacy screen, at the top-right corner, tap the Settings icon.

  4. Move the slider next to Split Tunneling to turn it on..

  5. To exclude an app, under Split Tunneling, tap Exclude Apps.

  6. In the Exclude Apps screen, search for the apps that you want to exclude from Secure VPN traffic.

    Turn off and turn on Secure VPN to apply the changes made for Split Tunneling.

Norton Secure VPN (version 24.x and above)

To know the version number of your product, read Find the version number of your Norton product.
  1. Launch Secure VPN.

  2. Tap the Settings icon on the top-right corner of the screen.

  3. In the VPN Preferences screen, tap Split Tunneling.

  4. In the Split Tunneling screen, move the slider to enable the feature.

  5. To exclude an app, under Split Tunneling, search for the app that you want to exclude from Secure VPN traffic.

    Turn off and turn on Secure VPN to apply the changes made for Split Tunneling.

Norton Ultra VPN

The steps also apply for Norton Ultra VPN Plus, Norton Ultra VPN Plus with LifeLock Standard and Norton Ultra VPN Plus with Identity products.
  1. Launch Norton Ultra VPN/Norton Ultra VPN Plus.

  2. Tap the Settings icon on the top-right corner of the screen.

  3. In the VPN Preferences screen, tap Split Tunneling.

  4. In the Split Tunneling screen, move the slider to enable the feature.

  5. To exclude an app, under Split Tunneling, search for the app that you want to exclude from Secure VPN traffic.

    Turn off and turn on Secure VPN to apply the changes made for Split Tunneling.

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DOCID: v122748273
Operating System: Android;Windows
Last modified: 07/17/2024